Store & CRM Manager – John Lobb at Hermes Group · Shanghai

For more than 150 years, John Lobb has been defined by exceptional craftsmanship and a spirit of innovation. Deeply rooted in the Maison’s Anglo‑Saxon heritage, our shoes bring together meticulous handwork and the finest materials, selected with uncompromising care.

At the heart of our Maison are two iconic locations:

• The Paris bespoke workshop, where every pair is crafted using time‑honoured techniques passed down through generations;
• The Northampton Manufacture in England, where our ready‑to‑wear collections are produced with the utmost respect for materials and tradition.

Today, John Lobb is embracing renewal. We are evolving our codes, opening the brand to new sources of inspiration, and imagining a more contemporary expression of masculine elegance, always faithful to our heritage.

A subsidiary of the Hermès Group since 1976, John Lobb has a global presence with around twenty stores across Europe, the United States, China and Japan, as well as a highly selective network of authorised retailers.

Joining John Lobb means becoming part of a community of more than 200 colleagues - artisans, sales advisors and support functions. United, committed, and human‑scaled, our teams bring our excellence and creativity to life with passion every day.

This role is first and foremost a Store Manager position, based in store, fully accountable for Shanghai store performance and team leadership, with additional transversal responsibilities in driving client experience and CRM strategy at Regional level.

Key Responsibilities

1. Store Performance & Commercial Management (~50%)
   • Monitor store performance (sales, stock level), by conducting regular analysis based on the data and dashboards available to define and implement action plans with Direct Manager

• Develop and execute monthly, quarterly, and annual business plans aligned with brand strategy.
• Analyze daily, weekly, and monthly KPIs (conversion rate, ATV, UPT, traffic, etc.) and translate data into actionable store initiatives.
• Monitor local market trends and competitor activity; proactively recommend tactical adjustments.
• Ensure compliance with brand standards across visual merchandising, pricing, and promotions.

1. CRM & Customer Experience (~25%)

   • CRM strategy for Retail stores & E-commerce: member acquisition, retention, reactivation, and lifecycle management.
   • Segment the customer base and design targeted engagement campaigns (e.g., VIP previews, birthday programs, post-purchase follow-ups, collaboration with WeCom etc.).
   • Set and track CRM KPIs: repeat purchase rate, member active rate, dormant customer reactivation rate, and customer lifetime value (CLV).
   • Partner with cross department to execute local customer events and community-building activities.
   • Ensure every customer’s touchpoint from walk-in to after-sales reflects our service standards.

2. Retail Excellence & Team Development (~15%)

   • Establish and continuously improve store SOPs, including opening/closing procedures, sales ceremony, complaint handling, and visual standards.
   • Design and implement a structured in-store training matrix covering product knowledge, selling skills, and service excellence. Work closely with global team.
   • Manage and develop your team according to the Hermès Group values
   • Lead by example on the sales floor coach the team through real-time feedback, role-play, and side-by-side selling.
   • Conduct regular performance reviews and create individual development plans for team members.

3. Frontline team management and empowerment (~10%)

   • Foster a positive, high-accountability team culture where individuals are motivated and supported.
   • Collaborate closely with the Store Supervisor, clearly defining decision-making boundaries and empowering her/him to lead daily operations.
   • Manage scheduling, attendance, and workforce planning to optimize coverage without overspending.

Requirements & Capabilities:

• 8+ years of retail management experience
  • Demonstrated experience in CRM execution you've run member programs, segmented customers, and used data to drive repeat purchases.
  • Familiarity with CRM tools and POS systems (e.g., WeChat CRM, Salesforce, or brand-specific platforms).
  • Strong commercial acumen
  • Experience in retail training or SOP development will be preferred
  • Mandarin Chinese; functional English for internal communication and reporting.